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Maple

    Phone Management

    Porting Your Phone Number

    Transfer your existing phone number to Maple

    Keep your existing business number when switching to Maple. Porting ensures continuity for your customers while transitioning to AI call handling.

    When to Use Porting

    Use this process when you want to move your phone number(s) from your current carrier to Maple so you can manage calls directly in your merchant account. This maintains your existing number that customers already know.

    Before You Begin

    Ensure you have:

    • A recent utility bill listing all numbers you want to port
    • Your account number with your current carrier
    • Account holder name and billing address (must match carrier records exactly)
    • PIN or password (if required by your current carrier)
    • Authority to make changes to the phone number account

    Step-by-Step Process

    1. Open the Port-In page

    1. Log into your Maple merchant dashboard
    2. Go to the Port-In page at app.maple.inc/agents/port-ins
    3. Existing requests are listed under Port-in Requests with their status

    2. Start a new port-in request

    1. Click New Port-In Request
    2. Upload your utility bill as a PDF (it must cover all numbers you want to port)
    3. Enter the phone number(s) you want to port
      • You can enter multiple numbers separated by commas or new lines
    4. Click Check to confirm each number is portable. The results show whether each number is portable and whether it requires a PIN

    3. Complete the carrier information form

    Provide the following information (must match your current carrier’s records):

    1. Select your customer type:
      • Individual
      • Business
    2. Enter your account details:
      • Customer name (as shown on your bill)
      • Account number with current carrier
      • Primary phone number
      • Billing address
      • PIN for each phone number (if required)
    3. Enter the authorized representative (the person authorized to make changes on the account): full name and email address.
    4. Review the phone numbers (carried over from the previous step; they can’t be changed here)

    4. Schedule the port date

    Choose a Target Port Date (optional). If you don’t choose one, Maple uses the earliest available date. You can also set a preferred start time, end time, and time zone for the port.

    5. Add notification details

    Add Notification Emails for additional people who should receive port-in status updates throughout the process. You can add multiple emails if needed.

    6. Submit your request

    1. Review all information for accuracy
    2. Click Submit Port-In Request
    3. Your request will appear under Port-in Requests with its status and target date. Use Check status to see the latest status.

    Monitor this page for updates until the port is complete.

    Timeline

    The porting process typically takes 7-10 business days from submission:

    • Day 1: Submit request and upload documentation
    • Days 1-3: Verification with your current carrier
    • Days 3-7: Processing and coordination
    • Day 7-10: Port completion

    During the Port

    • Your current number keeps working until the port completes
    • You can use a temporary Maple number for testing in the meantime
    • There may be a brief window (usually minutes) where calls don’t connect during cutover
    • You’ll receive email notifications at each stage of the process

    Common Issues to Avoid

    • ❌ Don’t cancel your existing service before the port is complete - this may cause you to lose your number
    • ❌ Mismatched information - utility bill or account details that don’t match your carrier’s records
    • ❌ Incorrect or missing PIN when required by your carrier
    • ❌ Port date earlier than 7 days - minimum timeline cannot be shortened
    • ❌ Incomplete documentation - ensure utility bill shows all numbers you want to port

    Frequently Asked Questions

    Can I port my existing business number to Maple?

    Absolutely. If your number is eligible (most are), you can bring it over to Maple and keep your digits intact.

    Will my old provider assign me a new number after I port to Maple?

    No. Once your number is ported to Maple, it leaves your old provider’s system. If you want a new number from them, you’ll have to request it separately.

    What if my phone and internet are bundled (e.g., with Comcast)?

    No worries—porting your number only moves the phone service. Your internet stays put. Just make sure to check with your provider about any changes to your billing or bundle discounts.

    Can I keep my internet service after porting my number?

    Yes. Porting your phone number doesn’t affect your internet service. You’ll still be able to use your internet as usual.

    Will my old phone line still work after I port the number?

    Once your number is ported, calls to that number will go to Maple. If you want to keep a phone line with your previous provider, you’ll need to request a new number from them.

    Can I get a new phone number from my old provider after the port?

    Definitely. After your number is ported to Maple, just contact your old provider and ask for a new number. They’ll set you up with a fresh one.

    Should I cancel my old service before porting?

    Don’t do it! Wait until your number is fully ported to Maple before making any changes or cancellations with your old provider. Canceling too soon could mean losing your number.

    Will there be downtime during the port?

    There might be a brief window where calls don’t connect, but typically, downtime is minimal. We’ll keep you posted every step of the way.

    Next Steps

    After your port is complete: